Warning - SKY £75 Pay Once Watch Forever problems

Oliver27

Yeah I agree with you Basil, a few individuals acted like a pack of
wolves after "sky team" gave a much appreciated apology to its
customers, I am happy to see that sky have seen peoples issues
on here with this offer and are at least coughing up to it

Of course we have all had our problems in the past with Sky like
any other corporation, all my issues with Sky have been resolved
after I wrote a letter to the complaints department

heres the address
Sky Subscriber Services ltd
Customer Complaints dept
PO Box 99
Livingston
West Lothian
EH54 7PR

cornerstone13

Following my posts #47 and #50. We were away last week but before I went I contacted MSE, Dixons, Watchdog and Consumer Direct, as well as sending my letter to the Sky email address posted by harz99. I've had the following responses:

Acknowledgement from MSE and Consumer Direct.
Nothing from Watchdog
Response from Dixons:

Dear XXXXXXXXXX,
Thank you for your email dated 7th March 2008.
I was concerned to learn about the information you have provided. If you have any problems with Sky in relation to the billing you would need to call them on 0870 0240777 if you had a 6 months offer or on 08705 95 95 95 if you had the 4 month offer.
If you call them and they still insist on a cancellation payment please reply with your Dixons order number and Sky account number and we will call them to escalate the problem.
Kind regards
Stuart Baird
Dixons Web Sales.

and a reply from [EMAIL="AllCustomerCareEscalation@BSkyB.com"]AllCustomerCareEscalation@BSkyB.com[/EMAIL]
Dear XXX

Customer Account Number: 621XXXXXXXX

Thank you for your email regarding the recent letter you received.

Firstly, I would like to take this opportunity to apologise for the
problems you have experienced. At Sky we aim to provide a high level of
customer service and I can only apologise that your experience does not
reflect this.

Having looked into your account, the letter you received was a system
generated letter that goes out to customer's who cancel in their twelve
month contract. As your contract was only for six months, you should
not have received this letter. I am sorry for any inconvenience that
this situation has caused you.

I can confirm that I have ensured that you will not be charged 76.69
(GBP). Please disregard the letter that you have received advising that
you owe this amount.

I trust that this information assists and should you require any further
assistance please do not hesitate to contact me at the above email
address.

Yours sincerely

Adele Finlayson
Customer Relations

As littleredhen says, call me a cynic but do I really think this is the end of it - previous experience suggests not.

J3man

Occassionally SKY do respond favourably I have received a refund for the 3 months that they charged me for and have promised to close my account next month. Emailling to the AllCustomerCareEscalation seems to have done the trick, thanks for posts pointing this out. Their reply suggests that emails to James Murdoch works too, not Rupert.

Thank you for your e-mail addressed to James Murdoch which has been passed for my attention.
I was sorry to learn that you are experiencing difficulties with your Sky account.
On checking our records, may I advise that the offer we have been advised to apply is a staff retailer offer of twelve months half price subscription and not the pay once promotion.
May I confirm that I have arranged for your account to close on 27 April 2008 as you have requested. The payments that you have made totalling £28.50 will be refunded after 10 March 2008 when the last payment has cleared. Please allow a further three to five days to appear on your bank statement

Money arrived yesterday eight days later but its still money. Now I have to wait to see if they follow up and close the account without trying to charge me first. Good luck to other seeking redress.

Jon

harz99

harz99 wrote: »

Around 5 hours after sending an email to the following address we were contacted by phone; the agent has since sent us an email confirming that the previously demanded charges have been cleared from the account they have in our name!!!!!!!!!

Her message went on to say sorry, and confirm a small amount of compensation (which we had agreed on the phone) would be sent by cheque as agreed!!!!!!!!!

A fuller explanation will be posted once a cheque has been received; in the meantime use the following email:-

[EMAIL="AllCustomerCareEscalation@BSkyB.com"]AllCustomerCareEscalation@BSkyB.com[/EMAIL]

and copy to:_

james[EMAIL="james.murdoch@BSkyB.com"].murdoch@BSkyB.com[/EMAIL]

You should note that the capitalisation in the address is correct.

Please also post the results on this thread, so that other can get the result they deserve, and good luck.


:j :j :j :j :j

Reposted as wrong Murdoch family member used originally (dad, should be son). Sorry, it's an age thing.

harz99

Today, we received a cheque from Sky for £50, for in their words "compensation for the time taken, cost of calls and letters incurred by you when attempting to resolve your query".

Hopefully that for us is the end of this saga.

This closure for us shows that it is possible to get redress from Sky eventually, and that the people in All Customer Care Escalation do actually deliver on their promises.

Good luck to all who still have unresolved issues, and finally if you do get resolution please post here for the benefit of others.:cool: :beer:

balloo_2

SKY PAY ONCE WATCH FOR EVER AND TRY SKY FREE FOR 4 MONTHS
Hi i am getting a little worried now my Sky package is due to expire on the 27/3/08 i phoned to let Sky know i wanted to cancell one month before it was due as asked for by sky, and was told she could not do it as the system wanted to charge me for what i had used. So she (THE customer support team) told me to phone and cancell on the due date. When i expressed concern she told me it would be no problem and they would do an immediate cancellation. I also put it to her that SKY wanted a months notice and i was told no problem "i have made a note on your account".

harz99

balloo wrote: »

SKY PAY ONCE WATCH FOR EVER AND TRY SKY FREE FOR 4 MONTHS
Hi i am getting a little worried now my Sky package is due to expire on the 27/3/08 i phoned to let Sky know i wanted to cancell one month before it was due as asked for by sky, and was told she could not do it as the system wanted to charge me for what i had used. So she (THE customer support team) told me to phone and cancell on the due date. When i expressed concern she told me it would be no problem and they would do an immediate cancellation. I also put it to her that SKY wanted a months notice and i was told no problem "i have made a note on your account".

Hi balloo, I would do what they ask, making sure that you keep a note of the date/time/name of agent you speak to, ask them to confirm in writing that the account has been cancelled and that you owe no money.

Keep a close eye on your credit card/bank account for Sky taking money you don't owe them.

If you are unfortunate to either have money taken or start receiving letters alleging you owe money, simply push the matter up to the top with the email addresses in my post of 19.3.

Good luck and please let others know how you get on by posting on this thread.

niccy

Oh dear,
just got my post (the plane was delayed because of the snow:o ) and guess to who i now owe £19

thanks to those who say dont phone,because i would have,and if the experiences on here are anything to go by, it would really have p22222ed me off and spoilt my day
i will email tomorrow ( or mybe the day after:p ) the address posted on here,i will cut and paste the letters on here adding my own account number.
Once again a big Thank you:T


and the karma was restored:rotfl:

beachcomber02

See previous posts.

Sky have now refunded the £19-00.

Lets hope they have now got this matter sorted out. This affair has put me off Sky completely and it is unlikely that I would be prepared to enter into any further transactions with them.

Handled properly this POWF plan should have been a great way of recruiting new customers for Sky - I find it very difficult to believe that they have made such a hash of it.

Hopefully that will be an end to the matter......

Beachcomber

niccy

wow quite a quick reply,

"Thank you for your email regarding the above account.

On checking your account, I can confirm that you were on the Pay Once Watch Forever offer from Dixons. Your equipment was installed on 28/09/2007.

I have therefore as requested, applied an immediate cancellation to your account as requested today, 27/03/2008 and cleared the balance of 19.00(GBP) which was applied. I have also excepted you from any clawback charges due to your account being cancelled within our minimum 12 month subscription period.

I hope this information assists, and should you decide at any time in the future that you may wish to subscribe to our services, please do not hesitate to contact me at the above email address."

Kind regards

Janette McVey
Customer Relations

once again a big thanks to those who pointed me in the right direction:T